Senior Solutions Engineer - Escalations & Automation

Valsoft; Port Macquarie; On-site; AUD 120,000 - 150,000; Full time

Job summary

H&L POS, an Australian hospitality technology company, seeks a senior individual contributor to own escalations and complex cases. You will work across Support, Sales, Professional Services, Customer Success, Product and Engineering to deliver clear outcomes.

You will proactively identify high-impact issues, drive end-to-end resolution, and help transform repeated problems into product fixes or automation. Strong communication and ownership are essential.

Qualifications

• Significant experience in technical support, customer success, or support operations.
• Ability to resolve ambiguous, technically complex customer issues.
• Strong root-cause analysis and systems-thinking skills.
• Experience creating support automations, workflows, or AI-assisted processes.
• Ability to translate customer problems into operational improvements.

Responsibilities

• Identify complex, high-impact, escalated cases and own end-to-end resolution.
• Drive proactive fixes by analyzing recurring issues with Product and Engineering.
• Develop enterprise-grade workflows, tools, and automation to reduce manual work.
• Turn complex resolutions into reusable playbooks and knowledge content; track metrics.

Skills

Technical support

Customer success

Support operations

Root-cause analysis

Automation tooling

Cross-functional collaboration

Autonomous contributor

Job description

H&L POS, an Australian hospitality technology company, seeks a senior individual contributor to own escalations and complex cases. You will work across Support, Sales, Professional Services, Customer Success, Product and Engineering to deliver clear outcomes.

You will proactively identify high-impact issues, drive end-to-end resolution, and help transform repeated problems into product fixes or automation. Strong communication and ownership are essential.